High return fees/They hide that they are a Dutch beaded…
They hide that they are a Dutch beaded company. The delivery takes too long and once you want to return it, you have to pay the post fee from Switzerland to Holland. Bad experience!
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Thank you for your answer. It doesn’t change the fact, that your .ch webpage gives the impression that it's a Swiss company with a corresponding return option. A deception. Your website should end with .nl or something similar.
Antwoord van Aurina
Dear Konstantin Nikiteas,
Thank you so much for your feedback. We truly appreciate you taking the time to share your experience, even though we’re very sorry to hear that it wasn’t a positive one.
At Aurina, we try our best to be as transparent as possible. Our company details are clearly visible in the footer of our website, where it’s also stated that we are based in the Netherlands.
When it comes to delivery times, we share estimated shipping durations in our Shipping Policy, and after you placed your order, you reached out to us with concerns about whether it would arrive in time. We responded honestly, letting you know it probably wouldn’t, and gave you the option to cancel your order at no cost – which of course would have been absolutely fine.
As for returns, we understand that sending a package back to the Netherlands can be inconvenient or costly, especially from Switzerland. That’s exactly why we always try to look at each case individually and find a fair solution together with the customer. In our Return Policy, we do clearly state: "Rücksendungen müssen an unser Lager in den Niederlanden geschickt werden." (Returns must be sent to our warehouse in the Netherlands.)
We’re genuinely sorry that things didn’t go as you hoped, and we wish we could have made it a better experience. Your feedback helps us improve, and we thank you for that.
Warm regards,
The Aurina Team 🩵